IT Support Technician (Level 2)

Background

Edge IT are a Managed Service and IT Consultancy business based in Hertfordshire. Founded in 2012, we specialise in supporting rapid-growth organisations to ensure our clients technology not only works for them but adds real value to their organisation. Our team of consultants, project managers and technicians enable companies without internal IT resources to manage their IT and technology effectively.

Our team’s sole mission is to deliver world-class IT Support. We do this through a ‘Consultancy-first’ approach to tailor our customers true business needs and deliver this in a flexible and scalable way.

About the Role

As a member of our Technical Support Team and part of the wider Service Delivery Team you will be based at the location of one of our London based customers and be seen as their primary IT resource for a specified period of each day.

You will be essential in helping Edge IT provide the highest level of customer service and minimise disruption predominantly for a specific customer and other customers that we support. You will be required to thrive in a growing, fast-paced environment, working remotely and have strong troubleshooting skills which will aid you in dealing with the wide range of queries raised daily across multiple technologies. A customer-focused and can-do approach is essential in this role.

Responsibilities

• Resolution of all ranges of incoming Incidents, Service Requests and Changes.
• Management of personal ticket queue, ensuring tickets are closed within agreed timescales.
• Liaise internally to assist in the building of knowledge and skills pertinent to our customers and become a technical lead for a selection of them, taking a proactive approach to ensure problems are avoided and the long-term development of the customer IT systems are considered.
• Support internal processes and provide cover to other teams when required.
• Comply with all necessary working practices relating to customer sites.
• Accurately record and maintain all customer queries and works carried out within our ticketing system
• Escalate issues in line with Edge IT processes.
• Take a proactive approach to customer IT systems to ensure problems are avoided and the long-term development of the customer IT systems are considered.
• Able to work autonomously with minimal supervision.
• Able to communicate technical issues and concepts to a non-technical audience.
• You will be based at one of our London based customers (SW8) this role will also require occasional visits to other customer sites.
• Work with other internal teams (3rd Line Technical Delivery Teams, Development, Projects, etc.)
• Attending Project and CAB meetings when required.

Skills And Experience

Essential

• Significant experience in supporting Windows 10/11 and Mac devices and environments.
• Experienced in Windows Server, Exchange, AD (Active Directory and Azure AD)
• Troubleshooting, configuring and installation experience with the following technologies: Microsoft 365, Azure AD, MDM, Azure AD Connect, Windows Servers Windows 10/11, Networking (DHCP, DNS, VLAN, VPN, WiFi)
• Excellent communication skills
• Proven customer service skills
• The ability to work under pressure
• Attention to detail
• Ambition to learn and become a key member of the team
• Positive Can-Do attitude
• Enthusiastic and supportive individual

Desirable

Troubleshooting, configuring and installation experience in the following technologies:

• Powershell Scripting
• Ubiquiti UniFi solutions
• Any MCITP qualifications
• Cisco and Meraki Wireless solutions
• Apple Mac OSX
• Power BI, Power Automate
• Dynamics NAV / Dynamics 365
• Microsoft SQL Server (Database Administration)
• Endpoint Deployment Strategy (SCCM, provisioning packages, Autopilot etc)

Package

• 40 Hours per week
• Contributory pension scheme
• Exciting and vibrant team
• 28 Days Holiday
• Perkbox – A range of discounts and free monthly offers for a variety of high street shops and restaurants
• Pluralsight Membership – A technology skills platform covering software development, IT ops, AI, machine learning, security and more.

Job Types: Full-time, Permanent

Salary: £30,000.00-£35,000.00 per year

Benefits:

• Company events
• Company pension
• Store discount

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

Education:

• GCSE or equivalent (required)

Experience:

• Technical Desktop Support (2nd Line): 3 years (required)
• IT Customer Service: 3 years (required)

Work Location: One location

Reference ID: 23EDGE1402